Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty with Achosa that I paid the invoice for on September 8, 2022. They are attempting to end my coverage on June 18, 2023 when I paid the amount for an entire year of coverage. Their reasoning behind ending my coverage is that they wouldn't have wanted anytime to lapse after the closing of my home. This is a ridiculous answer because if I would have attempted to file a claim prior to paying my invoice it would not have been covered. I have attempted to resolve this issue through multiple communications with my agent is has refused to help or inform me of who I can escalate the matter to. As always with companies of this nature they have horrible customer services, do not care about making their customer's happy or truly attempt to solve issues that arise

  Business Response

  Date: 06/23/2023

  We have been unsuccessful in reaching the customer regarding this complaint after numerous attempts.  We can be reached at ************ if the customer would like to discuss this further.

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received a home warranty through this company with the purchase of our house. Within two months, we has issues with the house that were supposed to be covered by the warranty. After filing a claim, we were repeatedly told we did not give this company the information they needed. We sent the exact information they asked for 4 separate times before they told us the claim was denied. When we asked why the claim was denied, they gave us multiple vague answers. We asked for an explanation in writing. They said no. We asked for something in writing simply stating our claim was denied. They said no. We need something in writing to pass on to other involved parties in this house repair, but they will not give us anything in writing.

  Business Response

  Date: 05/25/2023

  We have been unable to speak over the phone with the customer to discuss this matter.  We would like to offer the customer to be able to cancel the ********************** and receive a full refund, we just need to know where he would like ** to mail the check.

  Customer Answer

  Date: 05/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  Please have them mail the check to me

  ***********************

  ************************************************

  *********, ** 37210

   

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got Achosa Home Warranty at the recommendation of my realtor when I purchased a home in November of 2022. I paid for the home warranty on November 21, 2022. On March 30, 2023, I found a cracked drain pipe behind the master bathroom wall. I made a claim. I was asked to have the plumber speak with them. I had gotten two plumber quotes. Achosa told me they could not get a hold of the first plumber so I had the second one explain on the phone while I was also on the line. I ended up going with the second one because of this.On that conversation Achosa kept ** on the phone for 45 minutes asking the same question over and over on how the pipe would be fixed. My plumber kept saying that they would take out the cracked drain pipe, jackhammer the slab, and take out any additional piece that was damaged. On about the fifteenth time he repeated the same answer, he stated that the pipe goes into the ground. They immediately interpreted that the problem was under the slab and tried to deny the claim. I had to interrupt, tell them the pipe was in the wall, email a photo of it, and they finally agreed to pay the $1300 estimate. When my plumber fixed the pipe, the bill was $1600. He explained that he had to go further into the slab and repair the wall going up. I told Achosa and they asked to speak with the plumber again. Achosa told me that they would not cover the additional $300 because my plumber said the pipe was going under the slab and into the ground. I called my plumber again and he explained that they had to fix additional damage to the wall and had to go further into the slab to reach the next coupling in the ground.I spoke w/ a *************** said the plumber told ** it was under the slab, so we are not covering any additional fees. I tried to explain and they said they had made the decision. I asked for a copy of the recorded call with my plumber and they said no. I asked for a review and for them to speak w/ my plumber again and was told no.

  Business Response

  Date: 05/01/2023

  We have spoken with the customer and this issue has been resolved.

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a policy from Acosha after purchasing my home on 9/7/2022.Fast forward to 2/12/2023 and I had an issue with my HV** system that had never existed previously. As a result, I had a service technician come out, speak to their agent (as is their policy) and share their diagnosis of the problem. He said that I'd need to replace my entire HV** system. The system is over 20 years old. I then was asked to submit my purchase inspection report to Achosa and send an estimated cost from the technician, so I proceeded as directed.On the purchase inspection report, the heating and cooling system was marked as deficient but doesn't indicate why. Inspectors aren't HV** professionals. The inspector marked it as deficient because he had a recommendation that I have an HV** technician expect my system. I did this and sent over the invoice to Achosa for proof. Every deficiency on the report is marked whenever there is a recommendation. For instance, my attic was marked as deficient because my attic door used screws instead of 16d nails or lag bolts. ******* repeatedly said it was marked "deffective", which isn't even the right term, and that because that box was checked they were going to deny the claim. This service invoice clearly states that the Air Conditioner was just old but was in working order. They are denying the claim because the inspector noted that there were slightly bent coil fans on the outside of the ** unit and are saying that there is some sort of leak. There is nothing in any report that even contains the word leak related to the HV** system.I've talked to a number of agents that are quite frustrating and send me in circles with no resolution. I don't understand how the documented professional opinion of an HV** technician isn't taken as the final opinion and how a call center agent's opinion trumps that opinion.It is very clear to me that this policy was never in place to serve to protect the consumer and there was a limited level of research.

  Business Response

  Date: 02/20/2023

  We spoke with the customer and explained the coverage in detail regarding his claim and the customer understood.

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Achosa Home Warranty was bought for us by our realtor since we purchased a home. When submitting a claim, they asked us for a home inspection. I have never heard of that. Buyer's beware! Since our home inspection did not have appliances inspected, they will not let me file a claim for my washer. What is the point of having a home warranty if you will not honor the services? Since the sink pressure was mentioned in my home inspection, I cannot file a claim to have a plumber come fix it. The point of having a home warranty is to cover unexpected expenses that come up. When can I file a claim? They ask you all these trick questions so they can deny a claim - no wonder they do not have online services to file a claim.

  Business Response

  Date: 01/30/2023

  We have spoken with the customer and explained how the ********************** works. We have agreed to cancel the warranty.

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my house in Oct 2022 the sewage literally blows off both toilets off the flooring and floods my home. Made several calls that were useless they are so ignorant and uneducated. They drove 3 plumbing contractors out of their minds. They refuse to pay for services rendered even after they approved the work to be done. My plumbing issues, kitchen faucet and the bathroom sewage still haven't been resolved. Now they seem to have no knowledge of any claims, except for one of a hundred dollars to simply snake the toilet. They are the most crooked company I've ever had to deal with and it's time to shut them down. I see many many complaints regarding their lack of service.

  Business Response

  Date: 01/25/2023

  We have spoken with the customer and agreed to cancel her warranty.

• Initial Complaint

  Date:12/02/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have had two situations with this company where I filed a claim and dealt with less than stellar support and treatment. This most recent situation is the reason I am posting this complaint against the company. I told myself if anything happened after the first incident I would to try and protect others from their predatory practices. I had a leak in my home and had a technician come out to complete the repair. The technician asked me if he could reply to any questions they had via email. The first set of responses weren't specific enough so they asked he further clarify, which he did. Against his request they still reached out and called him for further clarification. He pointed out that the water line (which is covered in my policy) was about 7 to 8 years old and had the fitting shift that resulted in a pin hole leak. Instead of taking this information they reverted to the email where he mentioned a gap in the fitting being wrong. So instead of covering the claim because of the wear and tear over the years they said it was an installation error which is not covered. They record all of their calls so I asked the technician if they would be comfortable with me requesting the recording of their call, which he was. However, they would not release this to me either. The entire time it felt like they were prying me and the technician to say anything that they would be able to use in order to not process the claim. I felt anxious anytime they called asking for more information because they never would give me a clear answer as to what it was they were looking for in the responses. This same scenario happened the first claim I put through where they took part of the technician's explanation as the issue, but refused to look at the total diagnostic from them. It is incredibly upsetting to feel taken advantage of like this, and hope no one else has to deal with this kind of issue. If you are looking for home warrenty plans I would avoid Achosa at all costs.

  Business Response

  Date: 12/13/2022

  We spoke with the customer on 12/5 and let him know the reason for the claim decision.

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18512820
  
  I am rejecting this response because while I did speak with someone from the business I did not realize that was them explaining the exact same thing to me as before. If they would like to reach out to me and have someone else be able to e talk to me I will gladly answer and speak it out.  Apologies if I caused any confusion on my end. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We inquired about a repair on a ceiling leak so that we may utilize our insurance to restore our plumbing. The representative ***** was made aware that access to the ceiling was necessary to fix the leak in an elbow joint. There was water damage to the problem area only and the only way the technician could diagnose and fix the actual issue is to cut and access the ceiling. When we called to give report and the invoice- ****** (Achosa agent) spoke with the technician-he asked the tech if there is "previous water damage"-the technician said yes (damage from this event). ****** then stated that because there is "prior damage" they will not use our remaining coverage to restore the ceiling. He also gave an example, the only way it would be covered is if the tech had to create access where there was no previous water damage.1. We would not know there was a leak if there wasn't water damage.2. The only way the technician was able to diagnose and get to fix the problem is through the ceiling where the leak occurred.3. Is this a work around to not fix the area affected by the main reason for the claim? Our policy has a ******* maximum for plumbing ************** is necessary and we attempted to solely resolve the ceiling issue. The faulty elbow joint was exactly where the ceiling was accessed by the tech.4. We decided to include a different faucet leak due to them declining to use the leftover maximum to cover restoration to the ceiling area. The parts for the faucet fix (which we were not going to include on the claim) is on back order so we are awaiting a supervisor to rationalize and extend full coverage for the downstairs ceiling leak and we can then proceed with only fixing the ceiling and needed access area . There is no logic in the reasoning ****** provided. Our ceiling showed new water damage and tech access was needed in the exact immediate area. We are seeking the full $1500 for this job only and will remove the faucet repair as initially intended).

  Business Response

  Date: 12/07/2022

  We spoke with the customer and explained the coverage details.  Claim has been approved for maximum coverage.

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed a claim CL/2022/0000043294 for plumbing issue. We had a "belly" in the piping to where it would not drain properly under the foundation. Plumbers had to tunnel under the foundation to get to the damaged piping. Achosa is denying the claim as they say it is not incased within the foundation. The policy language does not state it must be encased. The policy language states per the Form: Buyers-All210801, l. ***************** Included: Within the "perimeter" of the main foundation of the home: drains, leaks to water lines, leaks to sewer lines,assemblies within toilet tank, fixtures and faucets, valves to shower, pressure regulators, pressure relief valves, interior hose bibs, risers, clearing of stoppages Excluded: Sinks, bathtubs, exterior hose bibs, filters, ejector pumps, grinders, shower pans or enclosures, tub enclosures, toilet bowl or tank, caulking or grouting, root damage, loss due to chemical or mineral deposits, water softeners, whirlpool tub pumps, anything outside of the perimeter of the main foundation.The damage is within the "Perimeter" of the foundation. Definition of Perimeter is "the continuous line forming the boundary of a closed geometric figure". The damaged pipe is/was within the perimeter of the foundation. Not pipes in the back yard or front yard, but within the "Perimeter" of the foundation. The representative now states that the piping must be encased within the foundation. The language does not indicate that. But with that said, I provided photos showing that the piping does run through foundation beams and that is still not enough. I asked for written denial citing the language they would base this denial on and they would not provide this. There representatives clearly do not know the policy as I asked how to dispute the decision and was advised that there is no way. That is incorrect as well as the policy does have an arbitration clause. This is intentionally misleading and predatory in practice.

  Business Response

  Date: 11/26/2022

  We have spoken with the customer and explained why this is not eligible for coverage.

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a home in May of this year. During the inspection, it was revealed that most of the mechanicals were older. The furnace specifically was 16 years old, but functional at the time. As a result of the negotiations, the sellers agreed to purchase a home warranty provided by Achosa Home Warranty. A few months later and it is starting to get cold here at night. I turn on the furnace and nothing happens. No heat, no fan. I opened a claim with Achosa and scheduled a technician to take a look and diagnose the issue. Achosa's process requires that the technician speak with them on the phone once the problem has been diagnosed and before they start repairs.The technician explains that the controller board needs replacing and a capacitor for the exhaust fan also needs replacing and quotes $1400 for parts and labor. This is below the maximum reimbursement stated in Achosa's documentation. So far so good.The individual from Achosa then starts asking the technician questions, one of which was something along the lines of "Is this a manufacturer defect?" to which the tech replied "Yes, the furnace is 16 years old, these parts wear out". We are told that they will begin the approval process and are put on hold. When the Achosa representative comes back on the line they state that they do not cover manufacturer defects and that they will not pay the claim. The technician then says "the part wore out, I must have misspoke" and the representative insists that nothing can be done and that the tech would say whatever was necessary to get this covered under warranty.The agreement clearly states that they cover repairs and replacement that result from normal wear and tear. After 16 years, a part failed. They should cover this repair. They should recognize that manufacturer defect is not the cause here.I have authorized the technician to perform the repair at my expense and I am seeking to have Achosa honor their agreement.

  Business Response

  Date: 10/18/2022

  We have spoken with the customer and resolved his claim to his satisfaction.